Dear Katharine,
As I indicated in my phone call last night your complaint has come directly to me and I have started the process of reviewing our actions and the progression of your order.
Firstly and most obviously I must apologise for you feeing threatened, this is not something that we want to do ever, no matter the situation.
Secondly, the time taken by us to resolve this order is way too long. Supply for some products has been horrible over the last year, however, we should have reacted faster and resolved this earlier when you requested a refund.
The complication of part supplying the order and your use of some of the items was overshadowed by the ever extending lead time for the goods you ordered.
I will actively investigate further and once again my apologies for the time taken to resolve this.
Regards
Julian Lewis-Booth
Commercial Director
